Director, Customer Success Programs & Innovation

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Director, Customer Success Programs & Innovation will be responsible for designing, building, and leading scalable programs that ensure all customers—across every segment—experience consistent, high-quality engagement and value realization. This leader will oversee the development of a Digital Touch program for customers without dedicated CSMs, build and operationalize a scalable onboarding framework, and design a standardized renewals approach. Additionally, they will serve as the agentic lead for Customer Success, piloting automation and AI across CS workflows to improve efficiency, consistency, and impact.

This role requires a strategic and operational leader who can translate vision into execution, collaborate across Sales, Support, and Solution Engineering, and deliver engagement models by customer tier: self-service, pooled specialist, or CSM-delivered.

Program Leadership & Scale

• Build and lead the Digital Touch program/team to deliver proactive, scalable engagement for customers without assigned CSMs.

• Design, implement, and continually optimize a scalable onboarding process that ensures consistent training, compliance, and credentialing across customer segments.

• Develop and operationalize a standardized renewals program, ensuring clear processes, playbooks, and ownership.

• Standardize onboarding, training, renewals, digital touch, and Voice of Customer (VoC) programs to ensure consistency, repeatability, and measurable impact.

Automation & AI Innovation

• Act as the agentic lead for Customer Success, piloting automation and AI solutions to drive efficiency and enhance customer experience.

• Identify and prioritize workflows for automation, ensuring measurable improvements in adoption, engagement, and renewal outcomes.

Tiered Engagement Model

• Deliver differentiated engagement methods based on customer tier:

  • Self-Service: Knowledge base, automated onboarding, digital content, and customer community.

  • Specialist-Delivered: Digital Touch programs and pooled CS support for mid/long-tail accounts.

  • CSM-Delivered: High-touch engagements for strategic accounts.

Cross-Functional Collaboration & Enablement

• Partner with Solution Engineering, Support, Sales, and Product to align CS programs with customer needs and business goals.

• Drive consistent measurement and reporting of program outcomes, feeding insights back into GTM strategy.

• Build internal enablement materials and training to ensure Customer Success teams adopt and execute standardized processes effectively.

To succeed in this role, you will need a blend of strategic program design, operational excellence, and customer-centric leadership. You should be comfortable building and scaling cross-functional initiatives, leading teams that deliver both human and digital engagement, and piloting automation and AI to transform how Customer Success operates. The ideal candidate will have a passion for customer outcomes, a deep understanding of SaaS success drivers, and the ability to translate strategy into scalable, repeatable processes.

The key priorities are:

• 10+ years of experience in Customer Success, Programs, or related functions within a high-growth SaaS or enterprise technology environment.

• Proven success in building and scaling Digital/Tech-Touch programs, onboarding frameworks, and renewals strategies.

• Strong program management expertise with the ability to drive cross-functional alignment across Sales, Support, Product, and Solution Engineering.

• Experience piloting and operationalizing automation and AI workflows in customer-facing functions.

• Deep understanding of customer segmentation, adoption levers, and recurring revenue models.

• Excellent leadership, communication, and change management skills, with a track record of coaching teams and influencing senior stakeholders.

• Data-driven mindset with the ability to define KPIs, measure outcomes, and iterate programs for continuous improvement.
  

This role is ideal for a results-oriented builder who thrives in a fast-paced environment and is excited about shaping the future of how Customer Success scales across all segments. If you’re passionate about driving customer outcomes through innovation, automation, and standardized programs, we’d love to hear from you.

Feeling uneasy that you haven’t ticked every box? That’s okay; we’ve felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day.

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe to 90 day plans and believe that good days, lead to good weeks, which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired in this role at Flock Safety.

The First 30 Days

• Assess current onboarding, renewals, digital touch, and Voice of Customer programs.

• Build relationships with Customer Success, Support, Sales, and Solution Engineering leaders.

• Define baseline metrics, program gaps, and automation/AI pilot opportunities.

The First 60 Days

• Design the Digital Touch program framework and begin piloting for non-CSM accounts.

• Draft a standardized onboarding playbook with milestones, training, and compliance steps.

• Establish a renewals process design with clear ownership and workflows.

• Launch at least one automation/AI pilot to improve CS efficiency.

90 Days & Beyond

• Roll out a scalable Digital Touch engagement model across segments.

• Operationalize standardized onboarding and renewals processes company-wide.

• Launch Voice of Customer program with feedback loops into Product and GTM.

• Track, report, and optimize outcomes against defined KPIs for retention, adoption, and efficiency.

The Interview Process

We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way.

1. Our First Chat: During this first conversation, you’ll meet with a recruiter to chat through your background, what you could bring to Flock, what you are looking for in your next role, and who we are.

2. The Hiring Manager Interview: You will meet with your potential future boss to really dive into the role, the team, expectations, and what success means at Flock. This is your chance to really nerd out with someone in your field.

3. The Technical Assessment: Our technical assessments seek to test the hard skills required to do the job. Engineers may find themselves in coding interviews or architecture discussions, sales roles may present mock discovery calls, and leadership roles may craft 90 day plans. Your recruiter will inform you of which assessment you will be assigned and ensure you are fully prepared for your big day.

4. The Panel: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values. Depending on the team and role you are interviewing for, you may meet with several teammates as well as cross-functional partners.

5. The Executive Review: A chance to meet an executive and view Flock from a different lens. Be prepared to ask well-thought-out questions about the company, culture, and more.

🌴Flexible PTO: We seriously mean it, plus 11 company holidays.

⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.

👪Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.

🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.

🧠Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.

💖Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support

💸Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.

💚ERGs: We want all employees to thrive and feel like they belong at Flock. We offer three ERGs today - Women of Flock, Flock Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.

💻WFH Stipend: $150 per month to cover the costs of working from home.

📚Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more.

🏠Home Office Stipend: A one-time $750 to help you create your dream office.

🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.